Your colleague, the engagement partner, asks you to do the following tasks:
Define proper KPIs Create a dashboard for the retention manager reflecting the KPIs Write a short email to him (the engagement partner) explaining your findings, and include suggestions as to what needs to be changed.
Snapshot of dashboards based on some important KPI's demographics,Account Information and Services.
The purpose of data analysis is to gain insights and provide recommendations to help an organization grow. Key insights from the data are as follows:
- A majority of customers have not subscribed to certain services like streaming TV, streaming movies, device protection, tech support, and online backups.
- 69.4% of customers who churned were using Fiber Optic as their internet service, indicating issues with this service.
Recommendations
- Encourage customers to sign one-year or two-year contracts, or offer incentives for month-to-month contract holders without affecting other contracts.
- Promote essential services like online security and tech support, highlighting their benefits to customers.
- Offer discounts to month-to-month customers based on specific tasks to improve retention.
- Reduce prices for certain services (streaming TV, movies, device protection, tech support, and online backups) to make them more appealing.